We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 366874 results
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Decision Reference DRN-5576388
23 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5576388 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr A has an account with Revolut. He has a number of accounts elsewhere, including an account with a business who I’ll refer to as “B” throughout... (2 pages)View decision -
Decision Reference DRN-4989769
23 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4989769 The complaint Mr D complains about Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him the money he has lost. What happened Between July 2019 and March 2021, Mr D made three payments totalling £55,000 to a company I will refer... (3 pages)View decision -
Decision Reference DRN-5332446
23 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5332446 The complaint Mr B complains that he was given incorrect information by Bank of Scotland plc trading as Halifax when he raised a disputed transaction claim. What happened On 14 November 2024 Mr B contacted Halifax to raise a disputed transaction claim in relation to a paymen... (2 pages)View decision -
Decision Reference DRN-5156140
23 May 2025 Phoenix Life Limited UpheldPensions and AnnuitiesDRN-5156140 The complaint Mr B complains that Phoenix Life Limited have not treated the value of his with-profits pension fairly. He says that it reduced his final bonus after his retirement age had been reached causing him a loss in his pension value. What happened Mr B had a pension w... (3 pages)View decision -
Decision Reference DRN-5580840
23 May 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5580840 The complaint Mr and Mrs I are unhappy with how their claim was managed by Liverpool Victoria Insurance Company Limited (“LV”) under their home insurance policy. They weren’t happy with the quality of repairs carried out, nor that their premiums increased significantly in th... (4 pages)View decision -
Decision Reference DRN-5569575
23 May 2025 U.S. Bank Europe DAC Not upheldBanking and PaymentsDRN-5569575 The complaint A company, which I’ll refer to as W, complains about certain fees that it believes U.S. Bank Europe DAC t/a Elavon Merchant Services (Elavon) unfairly levied on its account. In bringing this complaint, W is represented by its director, who I’ll refer to as Mr S... (2 pages)View decision -
Decision Reference DRN-5551998
23 May 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5551998 The complaint Mr B complains that Ageas Insurance Limited mishandled his claim on a motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car, first registered in 2007. Mr B acquired the car in about August 2011. Mr B ... (6 pages)View decision -
Decision Reference DRN-5020657
23 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5020657 The complaint Miss B has complained Lloyds Bank PLC failed to sufficiently intervene causing her to fall victim to two authorised push payment (APP) scams or recover her funds after they occurred. What happened The background to this complaint is well known to both parties,... (5 pages)View decision -
Decision Reference DRN-5423558
23 May 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5423558 The complaint Miss L complains that PayPal (Europe) Sarl Et Cie Sca (“PayPal”) approved a credit account for her in 2022 when she could not afford it. What happened Miss L took a PayPal Credit account in March 2022 and the credit limit approved for her was £800. It’s a revol... (3 pages)View decision -
Decision Reference DRN-5287375
23 May 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5287375 The complaint Mrs O’s complaint is about Ikano Bank AB (publ) (‘Ikano’). Mrs O has been represented in her complaint. For simplicity, I will refer to Mrs O throughout this decision. Mrs O says Ikano’s response to a complaint she made was unfair. The complaint had different ... (3 pages)View decision
